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Digitalising the customer experience: identifying best practice – video

Stephen Sale Research Director, Consumer Services
John Abraham Principal Analyst, Research

Video presentation

Stephen Sale, Research Director, and John Abraham, Principal Analyst, presented these slides at Analysys Mason's seventh annual invitation-only event in London on Thursday 3 October 2019. This event was designed to help operators and vendors to understand the key drivers and trends that are influencing the telecoms, media and technology (TMT) industry in Europe.

This presentation covers the following topics.

  • The drivers of customer experience: pricing, performance and customer service.
  • Primary research results covering churn and Net Promoter Score for operators in Europe.
  • The role of digital channels in improving customer service.
  • Case studies from global operators.